Booked online as phone number was busy.simple to follow instructions and easy to use. Engineer text to tell us what time slot we had and rang to say we were next and he was on his way, took him 10-15... See more
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Review summary
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Our boiler had a small leak and it tripped the main house electric circuit. The boiler electrics were water damaged. Baxi were quick to respond and their engineer Paul was polite and from the start ha... See more
Company replied
What an amazing company to deal with. The level of response and customer service is wonderful. The initial telephone response was exemplary, appointment provided for the next day, engineer let us know... See more
Company replied
On Friday I had no hot water I called Baxi who offered a engineer's visit the next day Excellent!! But I had a hospital visit in Edinburgh so not suitable so was offered Monday.. The engineer ar... See more
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Company details
Written by the company
Baxi is proud to have been manufacturing in the UK for over 150 years. Our high efficiency boilers are straightforward to install, maintain and service and easy to use. Our boilers are supported by award winning Baxi Customer Support and Baxi Genuine Parts, and have industry leading warranties that make Baxi the brand you can trust. If you would like to leave a review for Baxi Italy, please visit https://uk.trustpilot.com/review/www.baxi.it
Written by the company
Contact info
Brooks House, Coventry Road, CV34 4LL, Warwick, United Kingdom
- Customer Relations: 0330 678 0165
- info@baxi.co.uk
- baxi.co.uk
4.6
Excellent
79K reviews
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Your engineer was so good he explained…all
Your engineer was so good he explained all to me if he worked for me he would get double the money he is on people like him are a asset to your company I have never met a man who was so so nice polite well mannered And did a first class job top worker
16 October 2026
Unprompted review
Reply from Baxi UK
We are delighted to hear about your positive experience with our engineer. It is wonderful to know that he was polite, well-mannered, and took the time to explain everything clearly while delivering a first-class service. We appreciate you taking the time to share such kind feedback about his work ethic and professionalism.
With regards,
Baxi Customer Service Team
Joe the engineer who visited us was…
Joe the engineer who visited us was fantastic -- excellent customer service ethos and knew his job inside out.
28 October 2026
Unprompted review
Reply from Baxi UK
We appreciate your 5-star rating! We are delighted to hear that our engineer provided such excellent customer service and demonstrated great expertise during his visit. Thank you for taking the time to share your positive feedback.
With regards,
Baxi Customer Service Team
Reply from Baxi UK
Thank you for the wonderful 5-star review! We are delighted to hear that you found our team to be highly skilled, detailed, and prompt. Your kind feedback is greatly appreciated.
With regards,
Baxi Customer Service Team
Whole thing went very smoothly no…
Whole thing went very smoothly no problems booking. We were given a time slot and were advised by message when he was on his way to us he arrived early and fixed problem very quickly. Whole experience excellent
26 October 2026
Unprompted review
Reply from Baxi UK
We're delighted to hear that you found the booking process smooth and that you were kept well informed of our engineer's arrival. We are glad the issue was resolved quickly and that you had an excellent overall experience.
With regards,
Baxi Customer Service Team
Explained the problem with ease.
Explained the problem with ease.
We had no heating to the radiators but had hot water. Following the instructions in the manual and then booked the engineer.
Engineer explained that when it was serviced the installer had not reset the boiler to the correct setting. All sorted now 👍
26 October 2026
Unprompted review
Reply from Baxi UK
We are pleased to hear that our engineer was able to clearly explain the issue and correctly reset your boiler settings to restore your heating. It is great to know that everything is now working as it should. Thank you for taking the time to share your positive experience with us.
With regards,
Baxi Customer Service Team
Great service from baxi
The baxi engineer turned up on time checked the machine showed me what was wrong with the boiler went out to his van got a new part fitted it and got the boiler back in working order great job happy wife with a warm house again
26 October 2026
Unprompted review
Reply from Baxi UK
We are delighted to hear that our engineer arrived promptly, clearly explained the issue, and was able to quickly fit the replacement part to restore your heating. It is wonderful to know your home is warm and comfortable again. Thank you for sharing your positive feedback with us!
With regards,
Baxi Customer Service Team
Excellent service
Excellent service. Engineer appt arranged in some 4 days. Engineer arrived promptly. Clean and courteous. Knew exactly what the fault was, able to explain in simple terms, and did the remedial work quickly. Can’t fault that service at all.
29 October 2026
Unprompted review
Reply from Baxi UK
We're delighted to hear that your appointment was arranged so quickly and that our engineer arrived promptly. We appreciate your kind words regarding their polite manner, tidiness, and ability to explain and resolve the issue efficiently.
With regards,
Baxi Customer Service Team
Excellent
Excellent ! Fixed my boiler when another plumber had written it off. Would recommend always !
26 October 2026
Unprompted review
Reply from Baxi UK
We appreciate your 5-star rating! We are delighted to hear that our engineer successfully repaired your boiler after it was previously deemed irreparable by another technician. Thank you for taking the time to share your positive feedback and recommendation.
With regards,
Baxi Customer Service Team
Advance notice given about arrival…
Advance notice given about arrival time, which they kept to.
Polite, friendly and efficient carrying out annual boiler service.
26 October 2026
Unprompted review
Reply from Baxi UK
We appreciate your 5-star rating! We are delighted to hear that our team kept you well-informed with an accurate arrival time and carried out your annual boiler service in a polite, friendly, and efficient manner. Thank you for taking the time to share your positive feedback.
With regards,
Baxi Customer Service Team
Excellent !! Friday I had no hot water I called…
On Friday I had no hot water I called Baxi who offered a engineer's visit the next day Excellent!!
But I had a hospital visit in Edinburgh so not suitable so was offered Monday..
The engineer arrived on time ..
Richard who was very pleasant and efficient solved the problem and left no mess or old parts ..
Very impressed with Service provided ..
27 October 2026
Unprompted review
Reply from Baxi UK
We are pleased to hear that we could accommodate your schedule and arrange a convenient appointment for you. It is great to know that the engineer arrived on time, resolved the issue efficiently, and left the area clean and tidy. Thank you for sharing your positive feedback about the service you received.
With regards,
Baxi Customer Service Team
We recently had our boiler serviced
We recently had our boiler serviced, the process was as easy as ABC. Phoned baxi, arranged for a time suitable for myself, paid over the phone, engineer messaged me the day before, and 2 hours before arrival. Service was done and engineer was polite and explained everything before leaving.
19 October 2026
Unprompted review
Reply from Baxi UK
We are pleased to hear that booking your boiler service was such a straightforward process. It is great to know that you received helpful updates prior to the visit and that our engineer was polite and took the time to explain everything clearly. Thank you for sharing your positive feedback.
With regards,
Baxi Customer Service Team
Politeness and helpful from initial…
Politeness and helpful from initial phone contact to end result with engineer. Good thorough inspection and work carried out.
22 October 2026
Unprompted review
Reply from Baxi UK
We appreciate your 5-star rating! We are delighted to hear that you experienced polite and helpful service from your very first phone call through to the completion of the visit, and that our engineer carried out a detailed inspection and high-quality work. Thank you for taking the time to share your positive feedback.
With regards,
Baxi Customer Service Team
Warranty Useless
My boiler was fitted just over 2 years ago and recently started leaking. As it was within its 10 warranty period I rang to book an engineer. I was on hold for over an hour and nobody answered. I then discovered I could book online, would have been nice if this was stated whilst I was on hold. The Engineer arrived and refused to look at my boiler as it was above a worktop and he can only work if he has both feet on the floor, absolutely ridiculous. So this means my warranty is useless as they won't look at my boiler. Advise given from Baxi was to move my boiler. My boiler has been in the same place since I bought my property 27 years ago. I've never had an issue with boilers being fitted, serviced or fixed, so don't see why I should move it. Appalling service will never get a Baxi boiler again.
Stay away from them if you can't access the boiler to service or fix it without taking a foot off the floor to access it. And god help you if your boiler is in the loft, they're not allowed to go in lofts.
19 October 2026
Unprompted review
Very responsive..engineer arrived the…
Very responsive..engineer arrived the next day and fixed issue on site. Engineer pleasant and friendly. Explained what he'd done.
24 October 2026
Unprompted review
Reply from Baxi UK
We appreciate your 5-star rating! We are pleased to hear that we were able to respond quickly, with our engineer arriving the following day to resolve the issue. It is great to know they were friendly and took the time to explain the work completed.
With regards,
Baxi Customer Service Team
Boiler Engineer
The boiler engineer who attended was called Gavin, he was the best engineer that I have ever had in my house. He was so professional and fixed my over flow pipe. He also checked my boiler and found other problems when he was here and promised that he would order the parts, be back on Friday to fit them, and would phone when he was on his way, which put me at ease. He was so courteous, I could not have had a better engineer and my yearly service was carried out at the same time as it was due to be done.
21 October 2026
Unprompted review
Reply from Baxi UK
We are absolutely delighted to hear about your positive experience with our engineer. It is wonderful to know that he was professional, courteous, and took the time to resolve the issue with your pipe while also identifying and planning the necessary repairs for your heating system. We are pleased that his clear communication put you at ease and that your annual maintenance was completed smoothly at the same time. Thank you for taking the time to share such kind feedback.
With regards,
Baxi Customer Service Team
Exceptional Chris!
Chris, who visited on Saturday, was exceptionally good—professional, well-presented, and respectful of our home throughout. He went above and beyond his remit by checking all our radiators, replacing a broken valve, and demonstrating how to service a radiator valve in the future. He is a fantastic ambassador for your company. Please make sure he sees this so he knows how much we appreciated his help. While getting an appointment took longer than expected, Chris was absolutely worth the wait!
24 October 2026
Unprompted review
Reply from Baxi UK
Thank you for sharing your feedback regarding your recent visit. We are pleased to hear that the engineer provided such thorough and professional service, taking the extra time to check your heating system and explain how to maintain it in the future. We will certainly pass your kind words on to him so he knows his efforts were appreciated. We also appreciate your patience regarding the delay in securing your appointment and are glad the visit was worth the wait.
With regards,
Baxi Customer Service Team
Very prompt service and very helpful…
Very prompt service and very helpful staff.
19 October 2026
Unprompted review
Reply from Baxi UK
We appreciate your 5-star rating! We are delighted to hear that you received quick assistance and supportive service from our team.
With regards,
Baxi Customer Service Team
Baxi vrs Local combi Engineer
The Engineer from Baxi was good, a not to difficult job - swopped a Digital Display that was misbehaving - in and out of the house in 25 mins, all good - although why the Local Heating Engineer whose company name we got from the main Baxi web site couldn't fix to start with is beyond me, he seemed more intent on getting us to sign up to a Domestic & General Maintenance contract (£75 per Mth) rather than fix the fault himself (incentives perhaps?) and then tried to charge us £70 call out fee without informing us of a call out fee beforehand (against consumer law) and now on the back of the local engineers miss diagnosis I’m now stuck on £75 a month maintenance plan that wasn’t required. So Baxi Engineer – good, Local Engineer whose name we got from the Baxi web site – expensively Bad.
11 October 2026
Reply from Baxi UK
Thank you for rating our service 5-stars we very much appreciate you taking the time to share your experience.
Customer services is a joke
Customer services is a joke, my booking was cancelled due to a previous fault in 2024, for which was sorted but I did not have written evidence, over 75mins on hold trying to speak with someone. Was told by the installer a engineer was book for next day call out, engineer did not turn up, telephone them again to be told I was booked for Monday, I said I was told Friday, they then booked for Saturday. Now sorted, T&C, says nothing about written evidence, and 3 annual services don't count as evidence. You failed your customer
24 October 2026
Unprompted review
Reply from Baxi UK
Thank you for taking the time to share your feedback. We are very sorry for the frustration caused by the long hold times on our phone lines and the confusion surrounding your appointment scheduling. It is also understandable how disappointing it was to face unexpected demands for written documentation that seemed to contradict your policy terms. We are currently reviewing our internal communication procedures and staff training to ensure our booking requirements are clear and that our scheduling commitments are met reliably. Your experience helps us identify where we must improve our service delivery.
With regards,
Baxi Customer Service Team
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